The Remarkable CEO for Chiropractors

00:38 – Dr. Pete and Dr. Stephen read some listener reviews and testimonials 05:56 – The importance of documenting testimonials 07:53 – Dr. Pete and Dr. Stephen introduce today’s topic, Collections 13:28 – What you should actually be measuring in your business or practice 18:40 – Breaking down marketing and payroll costs  25:36 – Strategies for capturing these critical metrics 29:26 – The importance of understanding that metrics are all connected in your business 31:11 – The sensitive yet vital subject of money EPISODE QUOTES“Testimonials are the nitrous oxide of purpose.” (05:56) (Dr. Stephen)“The purpose of a business is to add value by solving a problem for another person.” (10:22) (Dr. Stephen)“One number is a fact. Two numbers is a story.” (14:45) (Dr. Pete)“As you grow, growth sucks cash.” (18:10) (Dr. Pete)“When you become a CEO, you stop just running your business on emotions and gut feelings and instinct. And we like to say it’s one part gut, two parts data. And you need that data.” (28:05) (Dr. Stephen)  LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Retention 06:32 – Defining metrics such as PVA, or patient visit average 11:19 – The definition of an ‘active patient’ 15:15 – The importance of tracking and measuring compliance as a key performance indictor 18:50 – Establishing a bar of compliance for patients 20:57 – Other retention statistics to keep in mind EPISODE QUOTES“Retention is the ultimate win-win-win.” (03:01)“Having a remarkable retention practice is the highest integrity thing you can do.” (05:09)“The average person that started care with us stayed for over three hundred visits during their lifetime. Think about that – not twelve – three hundred. So we’re doing something right.” (10:38)“A person who goes inactive is simply somebody who has decided to not follow your recommendations for care. Make this black and white guys because remember, you’re a CEO and you have a team of people. You cannot leave room for interpretation. This is a black and white number.” (13:03)“What retention is is the ability to identify where in the process do people stop being committed to what they have agreed to – to what the expectations are that have been laid out – where does that happen?” (17:51)“Remember gang, it’s so critically important that we own these numbers, that we as the doctor, as the owner, as the CEO, we have visibility into these numbers.” (22:44)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business 

00:45 – Dr. Pete and Dr. Stephen recap the topics they’ve covered in this series, read listener reviews and provide a great troubleshooting tool05:46 – Dr. Pete and Dr. Stephen encourage listeners to attend their upcoming events08:51 – Introducing today’s topic, Conversion14:47 – The importance of taking responsibility for our conversion outcomes17:55 – The 20/60/20 Rule19:54 – Defining what initial conversion means24:48 – The importance of tracking total conversions and conversion percentageEPISODE QUOTES“When we’re at these seminars and when we’re at these immersions, we’re training, we’re working, we’re growing. We’re growing ourselves. We’re growing our businesses, our teams. Everyone is walking away improving.” (05:46)“Not everyone’s gonna be an understander, but everyone can be a believer. We want to be able to turn these seekers into believers. And this really happens at the conversion process.” (14:13)“I just wanna recognize the extraordinary conversion rates we see in chiropractic. For most of us, what we are selling is a solution. We’re solving a problem. Our product, how people engage with us, is what would be considered a high price ticket item, product or a service.” (16:08)“There’s not a life that walked through our doors that we’re not accountable for. And that’s our responsibility as a team and as an organization.” (24:03)“We all know that the gold standard is the referred new patient. And that’s where you’re gonna see the greatest conversion percentages.” (29:13)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

02:48 – Dr. Pete and Dr. Stephen introduce today’s topic, You Don’t Get What You Want, You Get What You Measure 06:06 – The four domains of your practice: attraction, conversion, retention and collections09:52 – The difference between a lag measure and a leading measure 16:18 – Dr. Pete provides an example of an internal process-driven activity leading to the outcomes you’re looking for 23:23 – Dr. Stephen stresses the importance of measuring KPIs 25:23 – Dr. Pete and Dr. Stephen provide listeners with a troubleshooting tool 29:41 – Utilizing the six sides of the business Rubik’s Cube EPISODE QUOTES“When push comes to shove when you think about your business, it all boils down to the numbers. You gotta know your numbers if you’re gonna know your business. And, you either are going to own your business or your business is gonna own you.” (05:16)“The purpose of marketing – or the purpose of attraction – is to create new patient leads. That’s what we’re doing.” (12:32) “A lot of this boils down to us really knowing our business, knowing what drives the outcomes. But it doesn’t happen if we don’t start with setting the metric.” (20:05)“Remember, you can’t get your teams to do outcomes. You get your teams to do activities.” (25:17)“You’ve got to learn how to troubleshoot that engine of your practice. You need to listen, smell it, look at it, put your hands on it, right? And you want to tune it.” (28:25)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

01:33 – Dr. Pete and Dr. Stephen discuss the importance of being present 06:10 – Dr. Pete talks about a recent transformation he has integrated into his daily routine 13:37 – Progression, not perfection 16:10 – The power of being 18:11 – The spiritual transformation of becoming a CEO 19:15 – Dr. Stephen provides key takeaways from today’s episode EPISODE QUOTES“A big part of my journey is disciplining myself to be present. You know, one of the greatest forces on Earth is presence – your capacity to be present in the moment. And, for me, winning the day is about being present in today.” (02:56)“I call it my triple-threat position because that’s when I’m going to be the most effective when I’m in my triple threat. Triple threat is ‘spirit right, mind right, body right.’ When I get my heart, head, hands and feet moving in the right direction – all in the same direction – that’s an aligned person. Aligned people are really hard to stop.” (07:15)“It’s not about perfection; it’s about progression.” (13:37)“Start early. Success gets up early. Purpose gets up early. And master, master that morning.” (15:59)“Make little changes. Start with little things that you can do that are gonna change the routine.” (17:02)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessThe Circle Maker: Praying Circles Around Your Biggest Dreams and Greatest Fears

00:44 – Dr. Pete and Dr. Stephen discuss the importance of having vision in 202003:22 – Dr. Pete poses a question to reflect upon pertaining to focus and clarity 07:45 – Introducing today’s topic, Four Ways CEOs Approach a New Year 10:15 – Assessing and reassessing as a CEO 18:18 – The importance of planning and preparation EPISODE QUOTES“I’m gonna challenge you and I’m gonna ask you to write yourself a question that says this, ‘Do I have total focus? Do I have total clarity?’ And be honest with yourself and ask yourself where do you not have focus in your life and where do you not have clarity?” (03:39)“If you lack focus, then what ends up happening is you have just busyness. So you have this busyness around you. Chiropractors don’t starve, they drown.” (06:09)“Here we are at the beginning of the year. Let’s look at 2020. Let’s set goals that scare you and goals that you can smash.” (10:08) “The recruiting of your team is so big. To have everyone involved everybody’s got to have a voice that’s a part of this journey because it’s gonna take everybody to get there.” (16:46)“I like to say, Goals are where we’re going, right? That’s where we’re going. That’s our destination. Our plan is how we’re gonna get there.” (18:43)“As the CEO, what does preparation mean? Largely delegation.” (24:10)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:46 – Introducing today’s topic, What Is Your Theme This Year? 02:45 – Dr. Pete talks about the importance of accountability 04:39 – Dr. Pete and Dr. Stephen look back on their themes from prior years 16:24 – How Dr. Pete devises his word and themes for the year21:26 – Dr. Pete’s theme for 2020 23:40 – The football analogy 25:52 – Dr. Stephen’s theme for 2020 EPISODE QUOTES“Focus is what makes the difference between busyness and productivity.” (02:10)“Typically what I’m searching for doc is a word that effects my whole life. My goal is to live an integrated life. We say, ‘remarkable practice as part of a remarkable life and not instead of one.’ What does that mean? You’re not a divided person.” (07:04)“None of us is as smart as all of us.” (14:45)“The way that I get my words is I think, and I pray, and I wait, and I listen. I listen to things that I hear repeated that stand out.” (16:45)“I really believe I’m in a season now, this 2020 is now about a receiving state.” (22:50)  “For us right now it’s really a triple double. We want to double the value that our clients receive from their interaction with The Remarkable Practice. We want to double the revenues of the company, which is very measurable. And we want to double the profit.” (27:48)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business

00:44 – Introducing today’s guest, Dr. Mark Mouw05:19 – Dr. Mark’s journey from launching to scaling his business10:27 – The importance of having systems, the right people, and training15:27 – Why training is key17:31 – Mark speaks to the transformation from owner-operator to CEO23:31 – The importance of leadership26:53 – Dr. Pete thanks Dr. Mark for joining the show and for everything he is doing to advance the field of chiropracticEPISODE QUOTES“Everything’s based on your vision, your mission, your core values, and two of our family core values are, number on, freedom, and family, they come first.” (06:39)“It’s ok to change your vision. Cause I felt a little defeated when we did change our model of what we wanted. But, what it turned out to do is it allowed us to really have bigger impact and it made me the CEO of the business I am today.” (12:54)“A vision without systems is a dream. A vision with systems, that’s a mission.” (23:49)“And the reason why it’s so important for us to have this leadership team is the docs that work with me, they’re peers with me in the office. Our patients know that. They’ll see any of the doctors in the office because one’s not better than the other, right? That’s the really cool part about having that leadership team together.” (25:20)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessDr. Mark Mouw’s Website

00:46 – Introducing today’s topic: the Marketing Calendar02:33 – Dr. Pete’s best practices for his approach to marketing 06:41 – Dr. Stephen highlights the importance of staying twelve months ahead 10:11 – Dr. Pete talks about the rhythms of your meetings 15:40 – Reverse engineering your meetings from annual to daily 19:08 – Dr. Stephen recaps the vision story, goals, accountability chart, and the marketing plan 19:47 – Dr. Pete and Dr. Stephen leave the audience with key takeaways from this episode EPISODE QUOTES“I would get sick to my stomach if I didn’t have a plan.” (02:49) “The difference between a dream and a mission is a plan. So, when you have a vision with a plan it becomes a mission.” (09:52) “So what this has done – this discipline, this cadence, these rhythms – they organized me, right? Because I needed to be organized. I needed to come out of this visionary dreamer person.” (12:07) “We have our annual meeting but then we have our quarterly. So, I like to do a quarterly rhythm where we look at the next ninety days. And that’s really important to do that. Again, because we had the whole year already, it’s not as difficult to do the rest of these which are reverse engineering meetings.” (16:21) “And this is where it becomes this cadence, this rhythm that’s just really organized, systematized, and it just becomes manifested. You have to manifest the outcomes that you really desire.” (18:37) “And then you do your daily huddles. And daily huddles is where the rubber meets the road, where everybody holds hands, and we go heart, head, hands, feet. And the feet is on the street.” (21:39)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessLink to Executive Goal Setting FormBOOKS MENTIONEDGood To Great : Why Some Companies Make The Leap and Others Don't

01:11 – Introducing today’s topic: Reviewing Goals from 2019: Goal Setting, Part 203:34 – Creating clarity and defining success05:26 – Dr. Stephen reiterates the importance of having a vision story and09:37 – Big hairy audacious goals and next happily achievable goals15:31 – Identifying your codifying statement18:46 – Dr. Stephen and Dr. Pete break down KPIs and benchmarks for 202021:58 – Setting goals while keeping the four domains of your practice in mind: Attraction28:21 – Goals to set for conversion32:12 – Dr. Pete and Dr. Stephen remind the audience of a special goal-setting tool that is available to all listeners of The Remarkable CEO32:51 – Goals to set for retention and collection39:44 – Dr. Pete and Dr. Stephen leave the audience with key takeaways from this episodeEPISODE QUOTES“I don’t want wonkiness. I want clarity. Fuzzy targets don’t get hit.” (06:36)“Goals can be either terrifically motivating to your team or terribly demotivating.” (12:09)“Business isn’t hard it’s organized. You’ve got to organize it.” (15:23)“We’re gonna look at fourth quarter outcomes and then from there we’re gonna say, ‘That’s our, what we would identify as our benchmark.’ This is where we’re starting Day One of Q1 2020 is how we ended Q4 2019. That’s called your benchmark.” (20:56)“If a patient gets to your office and doesn’t convert and doesn’t start receiving the care, we’ve failed. We’ve failed with our objective. Mission has not been achieved.” (28:36)“Dr. Pete, you hear me say all the time, ‘One number is a fact, two numbers are a story.’” (30:25)“We’re in the business of saving lives and, when business is good, everybody wins.” (40:26)LINKS MENTIONEDDr. Stephen’s LinkedInDr. Pete’s LinkedInThe Remarkable CEO WebsiteDr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic BusinessLink to Executive Goal Setting FormBOOKS MENTIONEDGood To Great : Why Some Companies Make The Leap and Others Don't